The weakest link? Product market strategies, skill and pay in the hotel industry

Caroline Lloyd, Chris Warhurst, Eli Dutton

Research output: Contribution to journalArticlepeer-review

23 Citations (Scopus)


There is a widely held assumption that product market strategies, skill and pay are linked. Supportive evidence is typically drawn from manufacturing and using quantitative analyses. Emergent research of the link in services is ambivalent and has methodological limitations. This article addresses this weakness. It compares the skills and pay of room attendants in upper and mid-market hotels using qualitative research. It finds that the link is weak, even decoupled. The findings suggest a reconceptualization is needed of the link in services and that interventions other than product market re-positioning are needed to deliver higher skills and better pay.
Original languageEnglish
Pages (from-to)254-271
Number of pages28
JournalWork, Employment and Society
Issue number2
Publication statusPublished - 2013


  • hotel industry
  • hospitality
  • marketing
  • product market strategies

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